Product Data Sheet.

Transcription

1 help desk logos are registered trademarks of

2 Automate your help desk and asset management and improve your business efficiency - Reduce expenditure on HW and SW by up to 25% - Decrease on-site engineer visits to PCs by 80% - Double the speed of Helpdesk problem resolution - Cut the cost of major projects by as much as 40% - Ensure compliance on your installed SW products LOOKING FOR THE RIGHT HELP DESK SYSTEM APPLICATION? Intellect HD (help desk) is a web-based application which automates all your help desk processes and asset management related to your company s internal staff: Company staff > Assets > Help Desk ALL HELP DESK SOLUTIONS IN ONE SINGLE APPLICATION From a link on your Intranet, Intellect HD software provides your employees with online support and self help even when you are not available. The unique design features will allow you to get fully up and running within hours of installing. Includes the following modules: User Call Logging and Self Help Helpdesk Administration Reports, Graphs and 3D Charting Assets management - Inventory Audits and Asset Tracking - Hardware Inventory Management - Software Inventory Management - Reporting Options EMPOWER YOUR HELP DESK AND ASSETS MANAGEMENT Intellect HD provides an advanced troubleshooting capabilities leads to reduced call times! It comes with remote auditing, no need for time consuming and costly "walk-arounds ; discover locations of hardware, software and files on the network; physical location tracking and reporting (monitor location of hardware resources and be alerted when moved). Provides auto assignment and notifications of call reference number, user events entry and close call, options for automated and SMS notification to operators, template calls for rapid entry and the list goes on. Intellect HD is ITIL (IT Infrastructure Library) compliant system which maps all the help desk process aspects and features rich help desk solution suitable for use by any internal support function. ACT OBJECTIVELY - NOT SUBJECTIVELY Intellect HD provides an automation mechanism for all work flow processes to support decision makers. All your data and documents can be easily exported for further analysis. Comes with a wide range of reports and KPI s analysis module. This means - fast & accurate access to your help desk calls and assets database and history. SECURE YOUR DATA Intellect HD includes a very powerful role based security module with strong processes tracking and authorization module: authorizations and access can be done anytime, anywhere (upon security levels). Reduces downtime due to external threats. Comes with the option for scripted questions, answers and prompts for self help or to obtain additional information. NO HIDDEN COST AND AFFORTABLE MAINTENANCE Buying Intellect HD, you will own the software this means the license is perpetual. It is a software usage profiling, save money by only licensing what you need. The system technology is developed on affordable solution and supports multi-platforms - Easy and affordable to install and maintain. INTELLECT HD CAN BE CUSTOMIZED UPON YOUR REQUERIMENTS Affordable & flexible customization upon clients requirements.* Supports Arabic and English for data entry. *Additional fees might be charged according to the changes

3 User Call Logging and Self Help Helpdesk Administration - Internal staff may log support calls directly from a link on your Intranet or the public site using any web browser.; - Fully integrates to your Intranet site: fonts, colors and logo; - Configurable Welcome Message and ticker notifications; - Option to use NT login authentication to identify the user; - Option to allow free format of user name and other information required to create new users 'on the fly' as calls are being logged; - Intellect -HD forms the core support service solution at the heart of our product range. - Simple configuration by selecting optional features and color, font, terminology backed up with comprehensive administration and operator guides and on screen help; - Outgoing integration using SMTP as standard; - Active Directory integration for user records or option to allow Operators to create new users 'on the fly ; - Links to technical papers, third party support sites and internal documentation; - Add and Edit FAQ database with attachments to further information for Operators and end user self help; - Operator privilege settings and organization into teams; - Internal Staff Contacts list that may be added to your Intranet with optional links to staff photographs. - Support Operators log into Intellect -HD from any PC with Microsoft Internet Explorer or a PDA where they are presented with their call log summary and any pending follow up actions; - Rapid user/ customer search and entry of new calls; - Call Type Scripting can prompt operator with resolution or collect useful and relevant information; - Templates may be set up for individual or multiple related calls for rapid entry and to ensure procedures are always followed or quick fixes get logged; - Call linking and group closures. - Attach files to call tickets; - Full audit history on call ticket updates; - Call prioritization with traffic light flags indicating when SLA thresholds are reached or use due dates;

4 Reports, Graphs and 3D Charting Inventory Audits and Asset Tracking - Urgency flags. - Knowledge base key word search interfaces across call history KB, Links and FAQ's; - Problem management reviews from call type history trends; - and SMS text notification facilities; - Availability and work load summaries; - Time sheet recording and billing. - Numerous predefined reports of call volume summaries with drill down into details; - Volume and Performance Dashboards (configurable). - Colorful 3D chart builder; - Time tracking and recharging / billing reports; - Call volume trend analysis for better resource planning; - Helpdesk status summary reporting; - SLA report for user specified periods grouped by Operator or SLA category with drill down to identify offending calls; - Graphical analyses reports and a graph builders; - Flexible Query By Example report generator provides access to the database and selections, sorting and display preferences plus save and retrieve options and export to Spreadsheet; - Summary statistics tables; - Graph, chart and report generated pages may be saved as links and made available to end users. - Can help you track and monitor your computer assets; - Change Management and Control by maintaining a history of actual hardware components and software installed or removed; - Generate alerts when changes are made. These alerts can be sent to an account or just viewed from your browser; - A customizable entry form sent to each PC for the user to complete, identifies the elements that no network management tool can tell you, such as the Asset Number, Customer, Department and the physical Location; - Data collected from the agent can be tailored for specific departments or groups; - Non intrusive data collection that will not affect performance of the PC.

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